Introduction to Review Response
What You’ll Learn
In this section, you will learn:
- A quick overview of review response
- Why review response is important
- How Yext helps you optimize your review response strategy
What is Review Response?
Your customers are leaving reviews about your brand every day, and most expect a response. Review response allows you to respond to reviews directly within your monitoring platform which immediately posts your response directly on the publisher site.
Why is Review Response Important?
Responding to reviews is one of the ways you can actually reach out to a customer and provide a better experience, and doing so can provide great benefits to your brand including an increased star rating.
In fact, businesses who respond to 75% of reviews see, on average, ½ star higher average rating than those who don’t respond1. That ½ star could be enough to make the difference in your customers’ perception of your brand, and in search.
Higher ratings drive higher search positions - 4 or 5 star businesses are positioned 9% higher on average in the local pack than 2 or 3 star businesses1
Improve your local pack discoverability - Google often pre-filters results for searches with word “best” to businesses with average ratings of 4 stars or above
Differentiate your business from competition - Less than half of businesses respond to reviews — this is a huge opportunity to differentiate yourself
How Yext Helps You Optimize for Review Response
Review response is one of the best ways to engage your customers after they have had an experience with your brand, and increase your star rating. Yext provides the tools and best practices to optimize your review response strategy. Below we have highlighted some of the key functionality available. We will be diving deeper into each of these areas throughout the Reviews track.
Response options to fit your needs.
Whether you are a member of the corporate team, the customer care team, a local manager, or a trusted partner, Yext provides response options that make your job easier. This includes a variety of web and mobile interfaces to respond to reviews as seamlessly as possible.
Advanced review response functionality.
Intelligent Review Response takes Yext’s best practices for building an effective response, and rolls them into an easy-to-use feature. Harnessing the power of Sentiment Analysis, users can quickly determine the important keywords in each review, then use those keywords, and underlying sentiment, as the dynamic building blocks for a personalized, on-brand response — every time.
Response process organization.
Foster collaboration, brand control, and flexibility using tools that are built to support review response best practices. Support your users with approval workflows, review labeling, pre-built integrations, and more, so that the right reviews are responded to by the right people in a timely manner.
- Yext Proprietary Study, 2018 [return]